What issue are you having with your TV service?
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Blank TV Screen
Freezing
Blank Screen On Some Or All Channels
Getting an Error Code
PVR Issue (Unable to record shows)
Is the Set-Top Box turned on?
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Yes, there is a green light
No
Is the HDMI connected to the proper input/source on your TV?
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Yes
No
Have you tried using a different HDMI cable?
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Yes
No
Have you tried a different input/source on your TV?
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Yes
No
Is your Set-Top Box connected over Wi-Fi or connected to your internet modem by wire?
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Wi-Fi
Wired
Have you tried connecting the Ethernet cable from the internet modem directly to the Set-Top Box for a better TV experience?
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Yes
No
Please run a speed test on the Set-Top Box by going to Menu, Then Settings, the Speed Test
What is the Set-Top Box speeds result?
Please run a speed test on your internet from a computer at speedtest.com
What is the speedtest.com speeds result?
Are you experiencing Freezing at a specific time of the day?
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Mornings
Afternoons
Evenings
All the Time
Are you experiencing Freezing on a specific channel or on all channels?
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Some
All
Please provide some channels as examples.
Have you rebooted your Set-Top-Box by unplugging the power cord, waiting 10 seconds, and plugging the power cord back in?
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Yes
No (Please do this before continuing)
Is the Set-Top Box turned on?
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Yes, there is a green light
No
Is your internet connection working?
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Yes
No
Are you experiencing a blank screen on a specific channel or on all channels?
-- Select --
Some
All
Please provide some channels as examples.
Please describe your problem with as much detail as possible.
Is the Power On? On the Comwave phone adapter?
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Yes
No
Is your internet connection working?
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Yes
No
Have you checked the preferred setup in your Installation Guide?
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Yes
No
Have you tried rebooting the Home Phone device first by unplugging the power and reconnecting it after 30 seconds?
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Yes
No
Have you tried rebooting the Internet modem by unplugging the power and reconnecting it after 10 seconds?
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Yes
No
Please describe you problem with as much detail as possible.
What type of Internet Connection do you have?
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Cable
DSL
Please select the problem that you are experiencing?
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No internet
Slow Speeds
Frequent disconnections
Unable to connect to Wi-Fi
Another Problem
When did the issue start? (mm/dd/yyyy)
Have you tried rebooting the modem first by unplugging the power and reconnecting it after 10 seconds?
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Yes
No (Please reboot before continuing)
Is the Internet modem securely connected to where it was originally installed?
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Yes
No
Please confirm the following light displays on your modem
Power
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On
Off
House icon 1
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Blue
Green
House icon 2
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Blue
Green
Have you tried to reboot your modem?
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Yes
No (Please reboot before continuing)
Are slow speeds experienced over Wi-Fi or on a computer connected directly to the modem?
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Wi-Fi
Wired
Both
Using speedtest.com what Mbps speeds are you getting over Wi-Fi?
On your computer that is connected directly to your modem by wire (not WIFI), what Mbps speeds are you experiencing?
Are you experiencing slow speeds at a specific time of the day?
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Mornings
Afternoons
Evenings
All the Time
Are you experiencing slow speeds on one specific device or multiple devices?
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One
Multiple
When did the issue start? (mm/dd/yyyy)
Have you tried rebooting the modem first by unplugging the power and reconnecting it after 10 seconds?
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Yes
No (Please do this before continuing)
Are you experiencing disconnections over Wi-Fi or on a computer connected to the modem by wire?
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Wi-Fi
Wired
Both
Are you experiencing disconnections on one specific device or multiple devices?
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One
Multiple
When did the issue start? (mm/dd/yyyy)
Do you have the Wi-Fi Username and Password, which can also be found on the back of your modem?
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Yes
No (Please see the username/password on the back of the Modem before continuing)
Is your internet connected directly to your modem by wire (not Wi-Fi)?
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Yes
No
Is your Wi-Fi connection on your device on?
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Yes
No
Are you able to connect the Wi-Fi from at least one device?
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Yes
No
Please select the problem that you are experiencing?
-- Select --
No internet
Slow Speeds
Frequent disconnections
Unable to connect to Wi-Fi
Another Problem
When did the issue start? (mm/dd/yyyy)
Have you tried rebooting the modem first by unplugging the power and reconnecting it after 10 seconds?
-- Select --
Yes
No (Please do so before continuing)
Has the internet modem been relocated or moved from its original place when the service was installed?
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Yes
No
Please confirm if the following lights on your modem are on or off
Power
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On
Off
DSL Light
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On
Off
Internet Light
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On
Off
When did the issue start? (mm/dd/yyyy)
Have you tried rebooting the modem first by unplugging the power and reconnecting it after 10 seconds?
-- Select --
Yes
No (Please do this before continuing)
Are you experiencing disconnections over Wi-Fi or on a computer connected to the modem by wire?
-- Select --
Wi-Fi
Wired
Both
Are you experiencing disconnections on one specific device or multiple devices?
-- Select --
One
Multiple
Do you have the Wi-Fi Username and Password, which can also be found on the back of your modem?
-- Select --
Yes
No (Please see the username/password on the back of the Modem before continuing)
Is your internet connected directly to your modem by wire (not Wi-Fi)?
-- Select --
Yes
No
Is your Wi-Fi connection on your device on?
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Yes
No
Are you able to connect the Wi-Fi from at least one device?
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Yes
No
Please describe you problem with as much detail as possible.
